Holyoke office helps seniors navigate food stamp benefits

Updated June 14, 2018 at 9:09 AM;Posted June 14, 2018 at 6:46 AM

In this Friday, March 17, 2017 photo a sign advertises a program that allows food stamp recipients to use their EBT cards to shop at a farmer's market in Topsham, Maine. (AP Photo/Robert F. Bukaty)(Robert F. Bukaty)

HOLYOKE -- In the six months since state welfare officials opened a new senior assistance unit in Holyoke, staff have processed more than 2,400 applications for food stamps from older adults. More seniors have been able to receive higher benefits because they are now taking a deduction for medical expenses.

"The SNAP program is fairly complex and not always the easiest to navigate," said Department of Transitional Assistance Commissioner Jeffrey McCue, referring to the Supplemental Nutrition Assistance Program. McCue said the staff of the new office will look at "different ways seniors can access and navigate our system."

Lt. Gov. Karyn Polito and Secretary of Health and Human Services Marylou Sudders will be at 72-100 Front St. in Holyoke Thursday afternoon to ceremonially cut the ribbon on the Holyoke senior assistance office.

Although the office actually opened in January, McCue said it had a "soft launch" and celebrations were pushed off because of winter weather.

Advocates for poor seniors had been pushing for changes to try to help the thousands of seniors who are eligible for food stamps but not enrolled, or those who are struggling to maintain their benefits.

In 2014-15, the state modernized its welfare program, and as a result of a new data matching program, many people automatically lost their benefits - including some who were actually eligible. Seniors in particular had trouble navigating a new automated phone system when they tried to reach customer service.

Many seniors also are simply unable to navigate the complex application process. A study of holders of electronic benefit cards with high balances found that many of them were seniors who lost their card, forgot their personal identification number or needed help from someone to go shopping or manage their finances.

McCue said the Holyoke office, which operates statewide, has a staff of 22 people trained to deal with seniors.

There is a dedicated phone line where seniors can reach a person directly, instead of having to go through an automated phone system. Staff are trained to talk seniors through the application process. For example, staffers might help seniors find out if they are eligible for the medical cost deduction. The state has also created a simplified application for seniors.

Today, there are 153,000 Massachusetts residents over age 60 on food stamps.

The Department of Transitional Assistance is also working with local councils on aging and other community groups that have relationships with seniors to reach out to potentially eligible seniors and get them enrolled.

Pat Baker, senior policy analyst at the Massachusetts Law Reform Institute, said so far the new office has "been a game changer."

"It's been an overall positive experience for low income seniors who struggle with phone systems, don't have a lot of minutes on their phones, don't trust calls that come back that aren't identified," Baker said. "It's the ability to reach a live person who's trained to work with them."